Unexpected new contract when moving home

Hello all,

I'd really appreciate some help (and some hope) with a contact issue. We've been Virgin Media customers for 5+ years and we've been happy with the quality of our M50 Fibre Broadband deal from November 2023. However, that being a long term customer leads to continuous incremental rises to a point of unaffordability has been a growing frustration - the deal signed in 2023 was at the very top of what we could afford.

When we moved in September 2024, we brought our services with us. An engineer popped out and replaced our ageing hub, but the services stipulated in the contract were the same. On the phone, when organising the move, I was explicitly re-assured that our contract end point would be May 2025, at the end of the eighteen month term.

However, upon getting close to that May date, we've realised that we were moved onto a new 18-month contract on 2 September 2024. As others on this forum have raised, your terms say that if the same services are provided at a new address, the existing minimum period should carry over.

To be tied into an 18-month deal when I was promised over the phone that this wouldn't happen is really disappointing. We are now paying £66 per month for a fairly basic package that cost less than half that when we first set up with Virgin, years ago. Competitors offer faster M150 packages for half what we pay. It's really frustrating - given our long time as customers - and worrying - given the cost! Even if the communication from VM had been transparent, the cost of the package is impossible to justify.

I’d really like a fair and practical resolution, as our current situation is untenable. I have requested call history data from VM Complaints but I have been told my conversation with the VM team in August/September last year has been deleted/wasn't recorded - I’d like that addressed too, as I was very clearly told that this wasn't going to happen. Thanks in advance for your help.

Best wishes,
Matt